Customer Support Associate - Technical 2nd Line

About ZDHC

The ZDHC Foundation develops and implements the Roadmap to Zero Programme with a focus on reducing the chemical footprint of the Fashion Industry. We are the leading sustainability organisation driving sustainable chemistry, innovations and best practices in textile, apparel, leather and footwear manufacturing to protect consumers, workers and the environment. Through collaborative engagement, alignment and large-scale implementation, we take a holistic approach to sustainable chemical management and enable tangible progress in the wider industry through the delivery of guidelines, platforms and solutions, including capacity-building and innovation projects. For more information about ZDHC, see www.roadmaptozero.com and follow us on LinkedIn .

ZDHC Vision and Mission

The ZDHC Vision is a World in which better chemistry leads to the protection of life, land, air and water. The ZDHC Mission is to lead our global value chain to achieve the highest standard for sustainable chemical management, driving resource efficiency and circularity.

Job Purpose

The Customer Support Associate – Technical 2nd Line provides specialised technical support within the Customer Support Team, acting as the link between first-line Customer Support and the Platform Development Team.

The role investigates and resolves technical issues escalated by first-line support or other internal teams, ensuring that issues are accurately analysed, documented, prioritised and followed through to resolution. Working closely with the Platform Product Owner and Development Team, the role supports effective bug management, platform testing and the successful release of new functionalities and enhancements.

Through hands-on investigation, structured testing and close collaboration across teams, the role contributes to a reliable, user-friendly platform and a high-quality customer experience. The role is intended for candidates who combine strong customer-support capabilities with a genuine software development mindset.

Key Roles and Responsibilities

Second-Line Technical Support & Troubleshooting

• Provide second-line technical support for platform-related questions and issues escalated by first-line Customer Support and other internal teams.
• Investigate reported technical issues to understand and reproduce problems, distinguish between user-related issues and potential platform bugs, and identify possible root causes.
• Resolve technical support cases independently where possible and escalate issues requiring development support to the appropriate team.
• Identify recurring technical issues and patterns and proactively flag opportunities to improve platform functionality, user experience or support processes.

Technical Skills & Platform Development Capabilities

• Apply a strong technical understanding of modern web-based applications, including APIs, databases, authentication flows, application architecture and common integration patterns.
• Use practical development skills and experience with at least one modern programming language or web development framework to support technical troubleshooting and root-cause analysis, including reading and understanding source code.
• Investigate complex technical issues using browser developer tools, application logs, API requests and responses, database queries and other relevant debugging tools.
• Work closely with the Platform Product Owner and Development Team to clarify technical issues and support effective prioritisation and resolution.

Bug Management, Testing & Quality Assurance

• Create clear and complete technical tickets, including issue descriptions, reproduction steps, expected versus actual behaviour, supporting evidence and relevant user information.
• Track technical issues and bugs through to resolution and ensure relevant stakeholders are kept informed of progress and outcomes.
• Support the testing of new platform functionalities, features, enhancements and bug fixes before and after release.
• Conduct structured functional and regression testing and clearly document testing results, issues and observations.
• Verify resolved bugs and fixes before tickets are closed and confirm that the expected functionality is working correctly.

Knowledge Sharing & Cross-Team Collaboration

• Translate technical findings into clear and understandable information for first-line Customer Support and other non-technical colleagues.
• Support the development and maintenance of internal troubleshooting guidance, technical support documentation and relevant Knowledge Base content.
• Collaborate closely with Customer Support, Platform Development and other relevant teams to ensure an effective flow of information between users and technical teams.